Is your music cutting out? Or are your players disappearing from the app?


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Hi all,

If you’re experiencing any of the above, or your app is sluggish, then your Sonos set up may be suffering from “wireless interference”. In the video, you will see how to fix this annoying issue, and get back to listening to your favorite tunes, uninterrupted.



Feel free to let us know how to get along with the video. If you need any further assistance, we’re ready to help! :D

Please note that we also have a support article explaining how to change the wireless channel here: https://support.sonos.com/s/article/1219

Still having problems? Grab a diagnostic and add it to your reply.

Sonos Controller App for iOS or Android
From the Sonos music menu, touch Settings > Advanced Settings menu > Submit Diagnostics.

Sonos Desktop Controller App for Mac or PC
Select Submit Diagnostics from the Help menu.

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385 replies

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Hi folks,

We're looking into an issue that causes iOS streaming playback problems when the devices go into auto-lock, and there are other AirPlay devices on the network. We'll send an update when we have more to share.


Hi Jeff - FWIW, I've submitted these support diagnostics for this issue: 644180264

I never had these issues before 9.0. I've got a Unifi network with multiple APs, not a connectivity problem, plenty of bandwidth and signal strength. Since the issue, I've tried setting up a single AP for the sonos on the best channels as well as trying sonosnet - still encounter the issues.

Happy to provide more diagnostics or jump on a call to discuss with support/eng if needed.


There are 3 wireless networks in close range all on channel 11, including your Sonos network. It would probably be better if you switched the Sonos network over to channel 6, which is much less crowded.


There are 3 wireless networks in close range all on channel 11, including your Sonos network. It would probably be better if you switched the Sonos network over to channel 6, which is much less crowded.


I've setup another player as sonos net and switched to channel 6, still issues: 169587020 new diagnostics

Current player I'm trying to use is "office" - lots of skipping.

Any updates / target timeline for an update on the actual ios issue though? It's a bit of a waste of time fiddling around with WiFi settings when that was never the issue in the first place, the main change seemed to be 9.0 update when I started seeing the issue - never had it before that.
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There are 3 wireless networks in close range all on channel 11, including your Sonos network. It would probably be better if you switched the Sonos network over to channel 6, which is much less crowded.


I've setup another player as sonos net and switched to channel 6, still issues: 169587020 new diagnostics

Current player I'm trying to use is "office" - lots of skipping.

Any updates / target timeline for an update on the actual ios issue though? It's a bit of a waste of time fiddling around with WiFi settings when that was never the issue in the first place, the main change seemed to be 9.0 update when I started seeing the issue - never had it before that.


The interference is down. Please try a new ethernet cable on your CONNECT:AMP. The connection seems to be going on and offline, which could mean an issue with the cable, and could lead to audio playback issues as well.
I have been having issues with my Sonos cutting out for a while. I have a playbar and a play:3. Both will frequently skip in the middle of songs or drop the signal completely. I have tried changing the channel on my router, rebooting the system, and reloading the app. Nothing works for more than a day.

I just submitted a diagnostic report: 121781638
Hi. I recently moved into a new house and deployed several rooms of Sonos. Nearly all my equipment is wired to the same Ubiquiti switch, which sits behind another Ubiquiti switch, sitting behind a Ubiquiti router.

I have frequent music dropouts, especially in one particular zone which is near-constant. This zone is wired too. I have been reading and working on this for a couple of weeks, but still no improvement. It's especially frustrating since I thought wiring the entire setup would prevent this from happening. I've focused on several areas, and list a couple here:
+ Changed Sononet to channel 1 which I believe is unused near by
+ Twiddled with Ubiquiti edgeswitch STP settings. Made sure 802.1'd' was checked, etc
+ Tried changing to the first switch in-line after the router, no change
+ I have a couple wireless models, tried turning them off.... no change

Any ideas of places to focus on. I read that a person can do the hack and turn off wireless on all units. I expect there are good reasons to not have to do this, so I'm avoiding that for now, but need a direction to turn.

Diagnostic 1114317402 submitted
I just did the update and had several issues in one night. My apply tv worked fine at my tv and syncing to use it for the speakers. After the update I have to manually go into the apple tv set up to select the sonos speakers. Now there is connectivity issues as well. I hope they fix this issue.
Diagnostics ID: 2060144891

"Connection to Spotify was lost" - please help with this, we have been considering using other devices instead of sonos because of this. Im really frustated:@
I am experiencing skipping of songs played from my iTunes play list on my iPhone via the SONOS App. I have switched the router channel to 11, 6 and settled on 1. I have placed the iPhone beside the router to ensure a strong signal. My kids are out of town so there should be no competing devices 🙂

When playing music off of my iPhone, the system plays the first 2 songs without a hitch however when playing the 3rd song, the system skips about midway thru and moves on to the next. It continues to do that from thereon in. I have no issue playing music from a streaming service like Spotify or Radio by TuneIn etc. from my iPhone

I have submitted a diagnostic report - 145879795

Any thoughts / guidance would be appreciated

Thx

Rob
Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.
Userlevel 7
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Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.


Hi there,

Thanks for sending in the diagnostic report. There are wireless communication errors showing up between your PLAYBAR and rear speakers. This is likely caused by wireless interference on the 5 ghz band. Please look around and in between your Sonos home theater speakers for any third party wireless devices which could be causing interference. Common sources of interference include cordless phones, wireless cameras, wireless baby monitors, wireless printers and wireless cable boxes. Try moving away any such device you find, or power them off temporarily, and see if things improve.
Hi Jeff,

I do have one wireless camera, but it is at least 8 feet away from the speakers and router. I can disconnect and retry. Would there be a reason why the subwoofer cuts the sound off as well, along with the surround play1s?
Userlevel 7
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Hi Jeff,

I do have one wireless camera, but it is at least 8 feet away from the speakers and router. I can disconnect and retry. Would there be a reason why the subwoofer cuts the sound off as well, along with the surround play1s?


The SUB is using the same 5 ghz wireless connection as the rear speakers.
My music keeps cutting out and it’s driving me crazy. Just submitted diagnostic 174996668. Please help!
It's very frustrating that you basically have to have an ideal setup with no other wi-fi devices in your home to have Sonos working properly all the time. I can't tell you how many issues I've had since I bought my Sonos Ones and Sub. Now only one of my Sonos Ones is working and the SUB isn't working. I have a BOOST. The whole setup is within a few feet of my router. I can't sit here all night switching back and forth between my 5 GHz and 2.4 GHz networks, changing ethernet cables, an app that continually tells me an update is available when I friggin just waited 10 minutes for an update, hafl the time the app doesn't even see my network, yada, yada. It's ridiculous. Sonos, just make a system that works. Thank you.
It's unfortunate that Sonos doesn't have the ability to control the wifi network it's connected to, for sure. But generally speaking, given a clean environment to connect to, it works flawlessly.

thecity2, in your case, it may not be the wireless environment per se, but instead a problem with duplicate IPs. Sonos would be able to tell you if you were able for sure if you were to submit a diagnostic and post the number here (or perhaps in another thread, you have already?). But my initial reaction based on your post was that it does sound like a wifi refresh would be in order. There's two ways of doing this, both valid, one more potentially short term, and one much more effective in the long term.

The short term potential fix is to unplug from power all of your Sonos devices. Then reboot your router. Once the router has come back up, plug in each Sonos device one at a time, allowing each to fully boot up before moving to the next. This will force each one to get a new/fresh IP address from your router.

Or, if you prefer, you could set permanent reservations for all of your devices in your router's DHCP table. A little different work, but it does have long term payoff. I did it several years ago, and my network has been rock solid across several moves.

Or, if you prefer, you could set permanent reservations for all of your devices in your router's DHCP table. A little different work, but it does have long term payoff. I did it several years ago, and my network has been rock solid across several moves.


Interesting idea. I'll look into this.
Userlevel 7
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My music keeps cutting out and it’s driving me crazy. Just submitted diagnostic 174996668. Please help!

HI there,

Thanks for sending in the report. There are wireless communication errors between your speakers. This could be due to interference from nearby signals running on the same channel as your Sonos system. Please try changing the wireless channel your Sonos system is using, and see if that does the trick.
Userlevel 7
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It's very frustrating that you basically have to have an ideal setup with no other wi-fi devices in your home to have Sonos working properly all the time. I can't tell you how many issues I've had since I bought my Sonos Ones and Sub. Now only one of my Sonos Ones is working and the SUB isn't working. I have a BOOST. The whole setup is within a few feet of my router. I can't sit here all night switching back and forth between my 5 GHz and 2.4 GHz networks, changing ethernet cables, an app that continually tells me an update is available when I friggin just waited 10 minutes for an update, hafl the time the app doesn't even see my network, yada, yada. It's ridiculous. Sonos, just make a system that works. Thank you.

Hi there,

It's not normal to have the issues you're describing. If you can connect to your system, please submit a diagnostic report after running into these issues. Reply here with the confirmation number and I'll take a look.

If you can connect, try the steps in this guide to get reconnected, then send along a diagnostic report once connected.
It's very frustrating that you basically have to have an ideal setup with no other wi-fi devices in your home to have Sonos working properly all the time. I can't tell you how many issues I've had since I bought my Sonos Ones and Sub. Now only one of my Sonos Ones is working and the SUB isn't working. I have a BOOST. The whole setup is within a few feet of my router. I can't sit here all night switching back and forth between my 5 GHz and 2.4 GHz networks, changing ethernet cables, an app that continually tells me an update is available when I friggin just waited 10 minutes for an update, hafl the time the app doesn't even see my network, yada, yada. It's ridiculous. Sonos, just make a system that works. Thank you.

Hi there,

It's not normal to have the issues you're describing. If you can connect to your system, please submit a diagnostic report after running into these issues. Reply here with the confirmation number and I'll take a look.

If you can connect, try the steps in this guide to get reconnected, then send along a diagnostic report once connected.


Maybe you can clarify something for me. I have an Eeros setup which seems to be able to work with most 2.4 GHz devices but not the Sonos. Why is that?
Userlevel 7
Badge +20
It's very frustrating that you basically have to have an ideal setup with no other wi-fi devices in your home to have Sonos working properly all the time. I can't tell you how many issues I've had since I bought my Sonos Ones and Sub. Now only one of my Sonos Ones is working and the SUB isn't working. I have a BOOST. The whole setup is within a few feet of my router. I can't sit here all night switching back and forth between my 5 GHz and 2.4 GHz networks, changing ethernet cables, an app that continually tells me an update is available when I friggin just waited 10 minutes for an update, hafl the time the app doesn't even see my network, yada, yada. It's ridiculous. Sonos, just make a system that works. Thank you.

Hi there,

It's not normal to have the issues you're describing. If you can connect to your system, please submit a diagnostic report after running into these issues. Reply here with the confirmation number and I'll take a look.

If you can connect, try the steps in this guide to get reconnected, then send along a diagnostic report once connected.


Maybe you can clarify something for me. I have an Eeros setup which seems to be able to work with most 2.4 GHz devices but not the Sonos. Why is that?


Eeros is a mesh networking system. In general, mesh networks don't always work well with Sonos if the system is set up to connect to the third party mesh. It can be done, and there are a few things you can do to make it more stable, such as ensuring that each access point is running on the same wireless channel.

Our recommended configuration in a mesh setup, is to have one Sonos unit wired into the hub or main router. This puts Sonos on its own mesh network, where it can prioritize the network traffic needed for the units to stay in communication and keep the streaming audio going.
Hello Jeff,

I had my wireless camera unplugged all night, and still got the cut off from sound about 4-5 times while watching Deadpool2. I only submitted one diagnostic, the last one. 173547566

Thank you.
Userlevel 7
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Hello Jeff,

I had my wireless camera unplugged all night, and still got the cut off from sound about 4-5 times while watching Deadpool2. I only submitted one diagnostic, the last one. 173547566

Thank you.


There are still wireless communication errors between your PLAYBAR and surround units. Overall, your whole system is getting hit with interference. Please try changing the wireless channel your Sonos system is using. Hopefully this will reduce the interference from nearby signals that may be running on the same, or an overlapping channel. There are many wireless networks in range, some of them are very strong, such as the MMBM network, and an unnamed network coming from the same access point.
The MMBM is my own network/router at home. I'm not sure what the unnamed network from that same access point, but I do have 2.4 and 5ghz running. The router is a Linksys Velop (2 device mesh), and the BOOST is hard wired in, not on wifi. I also had the same issue when I had an Asus router last year as well, which was not a mesh setup.

I'm pretty sure as of yesterday, the Sonos Net Channel is usually on 1, and my MMBM is either at 3 or 9. For the 5ghz, i'm pretty sure they are also on diff channels. Do you know the channel number that Sonos is using for the 5ghz? I am pretty sure that they are not on the same channel, but I can give you the specifics of the MMBM 5ghz later when i'm home. Either way, the interference is there, even though my own network is not on the same channel. Which is what is frustrating.
Both my playbase and play:1 have a really annoying intermittent cutout for less than a second every few minutes. This is after the last update. Both speakers are hard wired to the network.
Your confirmation number is: 1904878973.
Hey Jeff,
I changed channels for Sonos and still the same. Another diagnostic for you 1963908031.